Cases in Banking & Insurance

Banking & Insurance

Most financial services brands talk big about customer-focus; some of them even mean it. But making it actually happen inside a business – among tens of thousands of employees across nine countries – is a serious challenge.

This international life and pension insurer asked us how to start, where to start and how to manage the wider implications of becoming a customer-centric business.

The word rebranding takes on a different dimension if it is wrapped in a merger of finance companies across 30 countries. Making it happen at this €500 bn AUM asset management firm, presented major challenges from regulators, customers and employees.

Futurelab was brought in to manage all three aspects of an urgent, mission-critical change programme.